On-Site Training Coach

afniexternalcareers; Tucson (AZ); On-site; USD 44,000 - 50,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) plan with company match

PTO and holidays

Tuition reimbursement

Job summary

Afni in Tucson, AZ is seeking a Training Coach for Insurance Service to develop, coach, and support insurance customer service representatives in a fast-paced inbound contact center environment. This role delivers training programs, monitors performance, reinforces standards, and helps ensure agents have knowledge and skills for exceptional service and business objectives.

*This position is on-site at our Tucson, AZ call center*

Qualifications

• High school diploma required; post-secondary education preferred.
• 1–2 years of supervisory, coaching, or training experience in an insurance contact center environment preferred.
• Working knowledge of property and casualty insurance products, state licensing processes, and auto insurance services preferred.
• Strong leadership, facilitation, coaching, and problem-solving skills.
• Experience delivering training using multiple learning methods, including instructor-led and virtual formats.

Responsibilities

• Coach, motivate, and develop insurance customer service representatives to achieve performance goals.
• Monitor employee performance, identify trends, and provide coaching to improve results and customer experience.
• Manage classroom dynamics and reinforce professional behaviors through coaching and documentation.
• Deliver engaging instructor-led and virtual training programs to promote knowledge retention.
• Create a positive learning environment that fosters trust, participation, accountability, and performance.
• Plan and prepare training sessions with aligned instructional materials and delivery methods.
• Evaluate learner understanding and provide ongoing coaching to drive performance improvement.
• Maintain attendance, payroll, and training documentation accurately and timely.
• Collaborate with operations leadership and business partners to support employee development initiatives.

Job description

Salary Range: $44,000-$50,000

Position Purpose

The Training Coach, Insurance Service is responsible for developing, coaching, and supporting insurance customer service representatives in a fast-paced inbound contact center environment. This role delivers training programs, monitors employee performance, reinforces operational standards, and helps ensure agents have the knowledge and skills necessary to provide exceptional customer service and achieve business objectives.

*This position is on-site at our Tucson, AZ call center*

Why Join Afni?

At Afni, we believe our people are our greatest competitive advantage. We're committed to creating opportunities for growth, encouraging innovation, and empowering employees to make a meaningful impact on the business.

What We Offer

• Competitive compensation and comprehensive benefits package
• Medical, dental, vision, and prescription coverage
• 401(k) plan with company match
• Paid time off and paid holidays
• Tuition reimbursement and professional development opportunities
• Career growth opportunities within a growing organization
• Collaborative culture focused on learning, development, and continuous improvement

Essential Functions and Responsibilities

• Coach, motivate, and develop insurance customer service representatives to achieve individual, team, and organizational performance goals.
• Monitor employee performance, identify trends, and provide performance feedback to improve results and customer experience.
• Manage classroom dynamics and reinforce professional behaviors through coaching, corrective action, and documentation when necessary.
• Deliver engaging instructor-led and virtual training programs that promote knowledge retention, skill development, and application of learning.
• Create a positive learning environment that fosters trust, participation, accountability, and performance.
• Adapt training methods and delivery approaches to meet the needs of different learning styles and experience levels.
• Plan and prepare training sessions, ensuring instructional materials, resources, and delivery methods align with learning objectives.
• Evaluate learner understanding and provide ongoing coaching and support to drive performance improvement.
• Maintain attendance, payroll, and training documentation accurately and timely.
• Collaborate with operations leadership and business partners to support employee development initiatives and training needs.

Minimum Job Requirements

• High school diploma required; post-secondary education preferred.
• One to two years of supervisory, coaching, or training experience in an insurance contact center environment preferred.
• Working knowledge of property and casualty insurance products, state licensing processes, and auto insurance services preferred.
• Understanding of the motivational techniques and coaching strategies needed to develop customer service and sales professionals.
• Proven leadership, facilitation, coaching, and problem-solving skills.
• Strong verbal, written, interpersonal, and presentation skills.
• Experience delivering training using multiple learning methods, including instructor-led, virtual, and technology-assisted formats.
• Knowledge of training program development, implementation, and evaluation methodologies preferred.
• Ability to manage multiple priorities and adapt to changing business needs.
• Ability to work varying schedules as business needs require.
• Proficiency with Microsoft Office applications and related business systems.